Your feedback and complaints
If you are satisfied or dissatisfied with the care, service, or treatment received from the national health service (NHS), it’s crucial to inform us, as addressing concerns relies on knowing what went right or wrong.
If you have feedback or wish to tell us your story about your care, or your experience of our services in the trust, please leave us your story through Care Opinion which is an independent website we use.
It allows you to offer feedback about your experiences of our services:
Encouraging patients to share compliments and positive feedback about our services not only brightens our day but also plays a crucial role in enhancing your healthcare experience. Your valuable input guides us to continually improve and tailor our services to better meet your needs.
These will be published anonymously on the Care Opinion website (opens in new window), with any responses from us about your story.
Your feedback can significantly contribute to improving services for future patients or service users.
Making a compliment
We genuinely appreciate your compliments and positive feedback as they inspire us to excel in providing the best care. Feel free to share your thoughts via Care Opinion (opens in new window).
Who can complain (PALS)
Rest assured, making a complaint will not affect how you are treated, and your complaint records are kept separately from your medical history.
- Current or past patients or service users of the trust.
- Representatives of patients or service users, such as relatives, friends, and carers acting with their consent.
- Representatives acting on behalf of deceased patients.
What a complaint can and cannot do
Under the health and social care complaints procedure, the organization can:
- undertake a thorough investigation, providing an explanation for what occurred
- offer an apology
- implement improvements for future services
- take corrective actions
Under the health and social care complaints procedure, the organization cannot:
- cannot offer financial compensation, however, in some cases, small one-off payments may be made, such as for lost property
- cannot discipline staff
- cannot remove a doctor or other health professional from practice
- cannot address complaints related to private treatment
When to complain
Make your complaint as soon as possible after the event.
Ideally, submit a complaint within 12 months of the event or within 12 months of realizing that you have cause for complaint.
Your feedback is invaluable in maintaining and enhancing the quality of healthcare services. We appreciate your openness in sharing your concerns, and helping us address issues promptly and effectively.
How to complain
Information to include in your complaint
When making a complaint, please provide:
- clearly state who or what you are complaining about
- specify when and where the events you are complaining about occurred
- share what steps you have already taken regarding your complaint, if any
- clearly express what you hope the outcome of your complaint will be
How long will it take
We will contact you within three working days of receiving your complaint. A formal acknowledgment letter from the chief executive will be sent to you.
We anticipate responding to most complaints in writing from the chief executive within 25 to 60 working days from receiving the complaint.
What if I’m not satisfied with my response letter
We will always try to find ways to resolve your concerns within the trust. However, if we have tried all reasonable means of resolving your concerns and you are still dissatisfied you can request a review by the ombudsman (contact details below).
If you are not content with how your complaint is handled or the response provided, please inform us. We are committed to finding ways to address your concerns within the trust.
However, if all reasonable means have been exhausted, and you remain dissatisfied, you have the option to request a review by the ombudsman. Contact details for the ombudsman will be provided below. Your feedback is important to us, and we aim to address your concerns thoroughly and effectively.
Contact
Patient Advice and Liaison Service
Rotherham Doncaster and South Humber NHS Foundation trust
Woodfield House,
Tickhill Road Site,
Tickhill Road,
Balby,
Doncaster
DN4 8QN
- Telephone: 08000 154334
- Email: rdash.pals.email@nhs.net
Lines are open Monday to Friday, 9am to 5pm.
Excluding bank holidays.
Contact complaints
In writing to the following:
Chief Executive
Rotherham Doncaster and South Humber NHS Foundation Trust
Woodfield House,
Tickhill Road Site,
Tickhill Road,
Balby,
Doncaster
DN4 8QN
Contact advocacy services
Advocacy Services provides a complimentary and professional support service for individuals who wish to initiate a formal complaint about the National Health Service (NHS).
Contact Doncaster VoiceAbility
- Telephone: 08081 646125
- Email: doncaster@voiceability.org.uk
Contact Rotherham cloverleaf advocacy
- Telephone: 01924 454875
- Email: enquiries@cloverleaf-advocacy.co.uk
Contact North Lincolnshire advocacy
- Telephone: 01724 854925
- Email: northlincs@cloverleaf-advocacy.co.uk
Contact parliamentary health service ombudsman
If, after the trust has conducted an investigation, you are dissatisfied with the response to your complaint, you have the right to escalate the matter to the parliamentary and health service ombudsman.
This ombudsman specialises in investigating complaints related to the NHS. Generally, they expect individuals to complete the NHS complaints procedure before looking into a complaint, unless they deem it unreasonable for you to do so in your specific circumstances.
The parliamentary and health service ombudsman operates independently of the NHS and the government, and their service is free of charge. For additional information, please visit the parliamentary and health service ombudsman website (opens in new window).
Parliamentary Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
- Telephone: 03450 154033
- Email: phso.enquiries@ombudsman.org.uk
Page last reviewed: July 02, 2024
Next review due: July 02, 2025
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